Naser A. Aboyassin, Marwan Alnsour and Moayyad Alkloub
The purpose of this paper is to explore the benefits that can result from the use of knowledge management (KM) principles in achieving total quality management (TQM) in the…
Abstract
Purpose
The purpose of this paper is to explore the benefits that can result from the use of knowledge management (KM) principles in achieving total quality management (TQM) in the Jordanian insurance sector.
Design/methodology/approach
Data about KM and TQM were obtained through a survey questionnaire distributed to managers in the insurance industry in Jordan. To arrive at statistically significant conclusions, the authors used variance and correlation analysis.
Findings
The results indicate that KM processes (diagnosing, acquiring, generating, sharing, storing, and application) do influence TQM.
Research limitations/implications
Since this study was limited to the insurance sector in Jordan, caution must be exercised in generalizing the results from this study to other situations in the service sector.
Practical implications
This study provides useful information and impartial advice for managers in the insurance business in Jordan. It also suggests new business practices for the sector.
Originality/value
This study attempts to fill gaps in the literature on Arabian management practices. It may also contribute to developing management practices cross‐culturally.